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Sr. Analyst, Incident Management Resume

Houston, TX

PROFESSIONAL SUMMARY

  • Accomplished Business Innovator offering solid progressive experience in project management, incident management, operations analysis, financial analysis, and business analysis with a proven track record of company performance improvement.
  • Impressive track record of developing innovative business strategies and practical technology solutions that deliver immediate results in improving overall operations.
  • Distinguished performance in streamlining business processes, introducing process improvements, managing operations, leading cross - functional teams, and turning underperforming operations into success stories.
  • Visionary leader, proficient in making high-stakes decisions and overcoming complex business challenges.
  • Exceptional leadership qualities that align business processes and program infrastructures to realize cost savings, accelerate performance, and sustain strategic flexibility for the organization.
  • Adept in overseeing all phases of project lifecycles.

TECHNICAL SKILLS

  • project Management
  • Complete Project Lifecycle Planning
  • Incident Management
  • Service Now Reporting, Mgmt., & Tracking
  • Cost Control & Budgeting
  • Workforce Planning & Scheduling
  • Strategic Business Planning & Development
  • Bus. Controls Risk Analysis & Mgmt.
  • Bus. Control Risk Creation, implementation, & Admin
  • Process Design
  • Performance Management
  • Process Improvement & Re-Engineering
  • SAP Functional Skills
  • SAP Reporting, Mass Data Upkeep & Updates
  • Business Continuity Mgmt.
  • Change Management
  • Business Analytics & Metrics
  • Business Control Risk
  • Operations Management
  • Operations Analysis
  • Data Analysis
  • Financial Analysis
  • Billing Analysis
  • DOT Compliance
  • Vendor Management
  • Contract Analysis
  • ITIL Service Now
  • All Microsoft Suite Office Programs (1998-2017)
  • Microsoft SharePoint 2007 & 2013
  • SAP Syteline 7.0 & 5.0
  • Miscellaneous in-house billing applications

PROFESSIONAL EXPERIENCE

Sr. Analyst, Incident Management

Confidential - Houston, TX

Responsibilities:

  • Incident Management - Primary contact on all incidents tasked with leading to closure all priority incidents to closure within SLA. Man all P1 & P2 reported incident bridges and coordinate investigation into root cause and corrections, on all reported incidents from client and internal employee’s. Drive to closure, with cross team coordination to meet set goals.
  • Project Management - Managed numerous projects small to medium from implementation to successfully completion using multi-site, multi-international workforce team.
  • Process Improvement & Development - Examine and/or create current processes, to implement improvements and track performance against historical performance
  • Maintain Business Continuity Program to be in compliant with requirement, create and lead table top scenario discussion, and kept all documents current.
  • Use SAP for reporting, data analysis
  • ITIL - Use platform for all aspects of Incident Management
  • Cross Team Coordination - work with call centers in Manila and Guatemala to assign workload evenly
  • Change Management - Approve costs of all change documents for the department
  • Vendor Management - work with vendor in Guatemala to provide required services, reconciliation of cost, performance and scheduling adherence
  • Executive Monthly Reporting - Gather, create, and present high level business review on a monthly basis to senior leadership of client and HCL leadership team

Project Coordinator / Team Lead

Confidential - Houston, TX

Responsibilities:

  • Coordinate, plan, analyze, and facilitate with current assigned IT project.
  • Lead a team of seven survey analysts that are tasked with examining all HISD computers and hardware to help with the implementation of the POWERUP program.
  • Coordinate data collected from schools and assign assets as needed to cover workload.
  • Analyze, audit and present the data to HISD IT Sr. Management.
  • Track analytics on performance of each team member for performance monitoring.
  • Increased overall utilization of team by 35% with metric reports

Operations Analyst

Confidential - Houston, TX

Responsibilities:

  • Maintained full responsibility for analyzing company performance, including billing application analysis, managing budgets, overseeing change management strategies, and reviewing financial metrics.
  • Reviewed budgetary performance documents, expense reports, service labor utilization reports, sales invoice detail analysis, and company vehicle usage analysis.
  • Evaluated financial performance, identified areas for improvement, and enhanced operational efficiency.
  • Pioneered the implementation of process improvements while leading change management activities.
  • Analyzed completed work and compared to amount billed, which identified missed billing opportunities for completed work.
  • Resulted in 24% increase in Gross Profit, 15% reduction in costs, and 25% average increase in billing of service department.
  • Provided insight to the Board of Directors concerning financial performance, trend analysis, operational anomalies, and process performance.
  • Led project to implement multiple company policies resulting in cost savings.
  • Handle DOT compliance, fuel use tracking, and operator qualification training.
  • Examined performance data for possible misuse of company assets, and inventory of assets.
  • Examined all Master Service Agreements prior to setup of new customers/clients in system.
  • Gathered all customer/client data from source for setup in system.
  • Supported Census mailing activities, obtained critical information, and recorded data.
  • Executed all aspects of data collection with a 99.8% success rate in gathering required data
  • Met with general public to facilitate the gathering of required data.

DOT Compliance Manager

Confidential - Houston, TX

Responsibilities:

  • Managed daily DOT compliance issues and DOT random pool.
  • Ensured the accuracy and completeness of all DOT documentation.
  • Responded to inquiries concerning DOT compliance regulations.
  • Led project in implementing DOT program and creation of driver files.
  • Administered all regulatory paperwork.
  • Trained and mentored employees in performing at optimal levels.
  • Used billing applications to run reporting on hours of work
  • Analyzed hospital medical databases for accuracy and integrity, which encompassed comparing all new data to previously received data.
  • Played a key role in identifying cost saving trends that enhanced profitability.
  • Spearheaded the development of weekly reports and spreadsheets that tracked market trends.
  • Used billing applications for pricing analysis

Compliance Manager / Business Analyst

Confidential - Houston, TX

Responsibilities:

  • Charged with responsibility for compliance, regulatory interpretation, and reporting.
  • Serviced clients’ DOT Drug and Alcohol Programs.
  • Participated in statistical data report preparation.
  • Led project to revamp entire company procedures in matters of compliance.
  • Maintained full responsibility for analyzing company performance, managing budgets, overseeing change management strategies, and reviewing financial metrics.
  • Reviewed budgetary performance documents, billing analysis, expense reports, service labor utilization reports, sales invoice detail analysis, and company vehicle usage analysis.
  • Used in house billing application to bill customers and for billing analysis
  • Evaluated financial performance, identified areas for improvement, and enhanced operational efficiency.
  • Served as the office resource for information technology including technical support, upgrades, basic repair, and troubleshooting.

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